This Module
highlights the importance of the role and functions of the supervisor
sets out, in clears steps, how supervisors can train their staff to achieve
high performance levels
explains how supervisors can improve the performance of poor staff.

It will help supervisors to develop the skills they need to ensure that their frontline staff are
providing excellent service to customers and clients.

Target Audience
The information in this module has been designed to meet the needs
of supervisors and service staff.

Accompanying Videos
Part 1 TRAINING 14 minutes
Part 2 BEING AVAILABLE 7 minutes
Part 3 MOTIVATING STAFF 8 minutes
Part 4 IMPROVING PERFORMANCE 10 minutes

Parts 1 to 4 are together on one video.

FACILITATOR’S GUIDE
HOW TO USE THIS MODULE (Extracts from the discussion leader's guide)

1 READ OVERVIEW Page

This covers
What is a supervisor ? 6
What do supervisors do ? 7
The four key functions of supervisors 8
Training 8
Being available 12
Motivating staff 14
Improving performance 16

Familiarise yourself with the information given in the overview. It will help you to
understand the subject and can be integrated into your training sessions.



2 PREVIEW VIDEOS 18

Using the Video Summary Sheets provided for notes, view

Part 1 TRAINING 14 minutes 19
Part 2 BEING AVAILABLE 7 minutes 21
Part 3 MOTIVATING STAFF 8 minutes 23
Part 4 IMPROVING PERFORMANCE 10 minutes 24



3 READ AND REVIEW ACTIVITIES MENU 26

Select appropriate activities for your training needs.



4 DEVISE A TRAINING SESSION

Select the appropriate training application 50
Study the sample one-day training session 51

Design your own tailored session, incorporating

Input based on the overview
The videos
Activities chosen from the menu
Other related materials.


Available in French, Spanish, Italian, German, Portuguese and Dutch.
7 D / Formavision
Vidéofilm : 35 minutes

The Improving Service Series...

... was created by psychologists Peter Quarry and Eve Ash to meet an urgent need in Australian
organisations for high quality service training. The series’ philosophy recognises that
organisations must look at how their whole organisation functions.
Thus, a range of modules has been produced for staff at various levels - senior managers and
supervisors, as well as frontline and other service staff. Each module covers a topic vital to those
organisations wanting to offer exceptional service.
Accompanying videos cover a variety of situations, over a range of industries, so that common
principles can be highlighted. Each video has been designed to encourage service staff to identify
and appreciate quality service... as receivers as well as providers. Service staff who are sensitive
to receiving quality service become sensitive to providing it.


Support Materials available: Training leader’s guide.

The preview or hire charge is entirely deducted in the case of the purchase of the videofilm so you
save time and make good decisions.

To view this title free of charge please make a reservation in our Paris viewing room.

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